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In this blog, we shall write about Salesforce’s Einstein call coaching. This feature gives users information and trends gauged from sales calls made. It breaks up the conversations and converts them into relevant smaller portions. This enables analysis of calls in terms of both scale and speed. Einstein's coaching can be also known as “conversation intelligence”. Artificial intelligence is the enabler for this feature. 

  • This feature comes with Salesforce’s High-Velocity Sales (HVS) product. 

  • HVS is a paid product, with the call coaching feature a “product within a product”. 

  • Enhancements to this feature are regularly available  

  • Uses Automatic Speech Recognition (ASR) and Natural Language Processing (NLP) to collate relevant pointers of the conversations 

  • Best for large teams of sales personnel in a firm 

  • Best suited for a company with high sales calls volumes 

  • ECC for video will be out with the spring of 2021 release by Salesforce. 

Features of Salesforce’s Einstein call coaching: 

  • Call Recording Player - The conversations are accessed on voice call records in the ‘Call recording player’. This feature breaks up the conversations, provides call analysis data, and gives varied colour codes to different participants. The ‘Call recording player’ is exclusive to the ECC and only for the Voice Call record page. This customized component includes metrics such as Duration of call, speed of the recording, the talk & listen to the ratio between the participants on the call (salesperson and prospect). The voice call record is directly connected to the sales person’s records maintained (be it lead, accounts, etc). 

  • Call relevance - Users have the option to rate and give feedback on the insights provided by ECC. Inputs help in making the product better. So, use it. 

  • Chatter for feedback requests – Communication by users on chatter on voice call records will be activated in the winter 2021 release.  It will prove to be a great reference resource for the sales team going ahead. 

  • Share Voice Call Button – The company management can use the click option to share the voice call with other users for training or any other purpose. 

  • Call coaching dashboard – The voice call data is compacted in the form of an easy to study dashboard. Here you get data related to trends as well as mentions by the relevant users/team members.  

  • Daily call summaries – On the email, you will receive daily a quick overview of the previous day’s calls as well as the top 10 highlights of the day. These daily summaries entice the greater user adoption, so it’s a brilliant move by the Salesforce universe to ensure greater connect with the Einstein call coaching feature. 

Benefits of ECC: 

  • Creating a productive team of sales personnel 

  • Optimised call scripts 

  • Teaching sales personnel about upsell opportunities 

  • Good resource for training personnel 

We shall keep bringing you the latest from the world of Salesforce. Features, tools, and products which make your working life simple and easy to manage. 

About the Author

RS Maan

Maan joined Salesforce Ecosystem in 2008 with entry of Salesforce in APAC region. He worked on many of the underlying Salesforce Products & it’s functionality, including Heroku, Chatbots, and Einstein before leading Codleo Consulting - Leading Partner of & In his spare time, he immerses himself in travel, books and spirituality.

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